HTC Global Services
HTC Global Services is seeking a Telecom Support Lead – L3 to manage advanced telecom operations, lead critical escalations, and ensure optimal performance of enterprise voice and network infrastructure.
Key Responsibilities
Advanced Telecom Operations & Escalations – Final L3 escalation point for incidents such as SIP failures, PRI issues, MPLS/SD‑WAN outages, QoS degradation, and PSTN connectivity failures.
Troubleshoot complex call routing issues involving SBCs, voice gateways, QoS policies, jitter/latency anomalies, and WAN circuit performance.
Perform deep‑dive analysis using CDRs, SIP logs, traces, and provider diagnostics.
Telecom Infrastructure Management – Manage and optimize enterprise telecom infrastructure (SIP Trunks/SBCs, PRI/ISDN/E1 links, MPLS/SD‑WAN/DIA circuits, VoIP gateways and UC platforms such as CUCM, Teams Direct Routing, and Avaya).
Oversee number management, DID allocation, and porting processes.
Vendor & Service Provider Management – Interface with carriers and vendors for escalations, SLA disputes, and service improvements; coordinate with ISPs for link testing, latency checks, and circuit commissioning/upgrades; ensure vendors meet contractual SLAs and provide timely RCA reports.
Capacity Planning & Performance Optimization – Conduct capacity assessments for SIP channels, PRI utilization, WAN bandwidth, and QoS policies; analyze traffic patterns and call flows to prevent congestion and optimize routing; recommend upgrades and optimizations based on performance trends.
Change Management & Project Execution – Lead telecom‑related changes including circuit migrations, SIP trunk onboarding, SBC/gateway configurations, dial plan modifications, and UC integrations; validate and approve RFCs, risk assessments, and rollback plans.
Governance, Compliance & Security – Enforce telecom standards for dial plans, QoS, and SBC security; ensure compliance with regulatory requirements (FCC, E911, TRAI); implement security measures for fraud detection, toll‑bypass prevention, and SIP hardening.
Documentation & Lifecycle Management – Maintain detailed documentation including topology diagrams, circuit inventory, vendor lists, dial plans, and SOPs; track contract renewals, service expiries, cost optimization opportunities, and end‑of‑life planning.
Mentorship & Leadership – Guide L1/L2 teams in troubleshooting and best practices; develop knowledge base articles, training materials, and SOPs; participate in roadmap discussions and recommend technology evolution.
Required Technical Skills
Expertise in telecom technologies: SIP, RTP, PRI, ISDN, PSTN, DID, SS7.
Hands‑on experience with voice gateways (Cisco, AudioCodes, Ribbon, Avaya), SBC platforms, and UC systems (CUCM, Avaya, Teams Direct Routing).
Strong understanding of WAN technologies: MPLS, SD‑WAN, VPN, DIA, QoS.
Ability to analyze SIP traces, CDR logs, and signaling flows.
Knowledge of telecom billing, usage analysis, and cost management.
Network fundamentals related to voice (VLANs, QoS, DSCP, NAT traversal).
Experience & Certifications
10–12+ years in telecom operations or voice engineering, with 3–4 years in L3 or senior escalation roles.
Preferred certifications: Cisco CCNP Collaboration (or equivalent), Ribbon/Audiocodes SBC certifications, Avaya/Teams UC certifications, ITIL v4 Foundation, telecom compliance/auditing certifications (optional).
Behavioral Competencies
Strong ownership and analytical thinking.
Excellent communication and ability to lead high‑severity bridges.
Vendor negotiation and SLA management skills.
Proactive, detail‑oriented, and calm under pressure.
Ability to mentor junior engineers and drive service excellence.
What Makes HTC a Great Place to Build Your Future HTC Global Services invites you to join our team, collaborate with experts, and grow your career. You’ll have long‑term opportunities to develop skills in the latest emerging technologies.
Benefits Our benefits package includes Group Health (Medical, Dental, Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and other perks.
Equal Opportunity Employer HTC Global Services is committed to providing a workplace free from discrimination and harassment, fostering an environment where everyone feels valued, included, and respected. We celebrate differences and believe diverse cultures, perspectives, and skills drive innovation and success.
Job Details
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Other
Industries: IT Services and IT Consulting
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Key Responsibilities
Advanced Telecom Operations & Escalations – Final L3 escalation point for incidents such as SIP failures, PRI issues, MPLS/SD‑WAN outages, QoS degradation, and PSTN connectivity failures.
Troubleshoot complex call routing issues involving SBCs, voice gateways, QoS policies, jitter/latency anomalies, and WAN circuit performance.
Perform deep‑dive analysis using CDRs, SIP logs, traces, and provider diagnostics.
Telecom Infrastructure Management – Manage and optimize enterprise telecom infrastructure (SIP Trunks/SBCs, PRI/ISDN/E1 links, MPLS/SD‑WAN/DIA circuits, VoIP gateways and UC platforms such as CUCM, Teams Direct Routing, and Avaya).
Oversee number management, DID allocation, and porting processes.
Vendor & Service Provider Management – Interface with carriers and vendors for escalations, SLA disputes, and service improvements; coordinate with ISPs for link testing, latency checks, and circuit commissioning/upgrades; ensure vendors meet contractual SLAs and provide timely RCA reports.
Capacity Planning & Performance Optimization – Conduct capacity assessments for SIP channels, PRI utilization, WAN bandwidth, and QoS policies; analyze traffic patterns and call flows to prevent congestion and optimize routing; recommend upgrades and optimizations based on performance trends.
Change Management & Project Execution – Lead telecom‑related changes including circuit migrations, SIP trunk onboarding, SBC/gateway configurations, dial plan modifications, and UC integrations; validate and approve RFCs, risk assessments, and rollback plans.
Governance, Compliance & Security – Enforce telecom standards for dial plans, QoS, and SBC security; ensure compliance with regulatory requirements (FCC, E911, TRAI); implement security measures for fraud detection, toll‑bypass prevention, and SIP hardening.
Documentation & Lifecycle Management – Maintain detailed documentation including topology diagrams, circuit inventory, vendor lists, dial plans, and SOPs; track contract renewals, service expiries, cost optimization opportunities, and end‑of‑life planning.
Mentorship & Leadership – Guide L1/L2 teams in troubleshooting and best practices; develop knowledge base articles, training materials, and SOPs; participate in roadmap discussions and recommend technology evolution.
Required Technical Skills
Expertise in telecom technologies: SIP, RTP, PRI, ISDN, PSTN, DID, SS7.
Hands‑on experience with voice gateways (Cisco, AudioCodes, Ribbon, Avaya), SBC platforms, and UC systems (CUCM, Avaya, Teams Direct Routing).
Strong understanding of WAN technologies: MPLS, SD‑WAN, VPN, DIA, QoS.
Ability to analyze SIP traces, CDR logs, and signaling flows.
Knowledge of telecom billing, usage analysis, and cost management.
Network fundamentals related to voice (VLANs, QoS, DSCP, NAT traversal).
Experience & Certifications
10–12+ years in telecom operations or voice engineering, with 3–4 years in L3 or senior escalation roles.
Preferred certifications: Cisco CCNP Collaboration (or equivalent), Ribbon/Audiocodes SBC certifications, Avaya/Teams UC certifications, ITIL v4 Foundation, telecom compliance/auditing certifications (optional).
Behavioral Competencies
Strong ownership and analytical thinking.
Excellent communication and ability to lead high‑severity bridges.
Vendor negotiation and SLA management skills.
Proactive, detail‑oriented, and calm under pressure.
Ability to mentor junior engineers and drive service excellence.
What Makes HTC a Great Place to Build Your Future HTC Global Services invites you to join our team, collaborate with experts, and grow your career. You’ll have long‑term opportunities to develop skills in the latest emerging technologies.
Benefits Our benefits package includes Group Health (Medical, Dental, Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and other perks.
Equal Opportunity Employer HTC Global Services is committed to providing a workplace free from discrimination and harassment, fostering an environment where everyone feels valued, included, and respected. We celebrate differences and believe diverse cultures, perspectives, and skills drive innovation and success.
Job Details
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Other
Industries: IT Services and IT Consulting
#J-18808-Ljbffr